[Hiring] Customer Experience Architect @Digital.ai

Role Description

As a Customer Experience Architect, you will serve as a named resource and partner for Digital.ai customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Digital.ai investment.

What your impact and success will look like:

• Within 1 month:
  • Introductions across Digital.ai organisation enabling the beginning of an internal network that will be fundamental to supporting customers
  • Build a solid understanding of our full product suite and the solutions we offer
  • Be familiar with our internal processes and at an advanced stage through our internal learning system
  • Introductions to customers whilst working alongside current team members
• Within 3 months:
  • Support and take ownership of a portfolio of assigned customers, providing them with a single point of accountability
  • Establish regular cadence calls with key customers covering issues, roadmaps and any other items of interest and concern
  • Awareness of key milestones across all your accounts and alignment with other team members
  • Run a user group or webinar, showcasing how end users can get the most from our products
  • Understand the team’s quarterly objectives and actively contribute towards them
• Within 6 months:
  • Build reputations and relationships as a Trusted Advisor to the customer
  • Show strong relationship-building across your customer portfolio, supported by clear account plans for each customer
  • Demonstrate real added value through your product knowledge and the outcomes you’ve driven
  • Built and nurtured strategic relationships with key customers, while proactively identifying and developing new relationships to expand engagements
  • Display the right level of analytical ability to gather data, produce insights and recommend meaningful solutions
  • Identified and worked with customers to resolve issues and any blocks for adoption and value realization
  • Provided feedback to Product through roadmap session and customer interactions

Qualifications

• Customer Service Orientation: A strong desire to help customers succeed, with a proactive approach to identifying and addressing their needs
• Communication Skills: Excellent verbal and written communication skills to explain complex technical concepts to non-technical users. This also includes active listening to understand customer needs.
• Technical Proficiency: Strong understanding of software development, databases, APIs, and relevant technologies – Familiarity with the specific tools and platforms used by the company is a plus (SFDC, Zendesk etc)
• Problem-Solving Abilities: Ability to diagnose and resolve technical issues efficiently. This includes troubleshooting skills and a methodical approach to problem-solving.
• Project Management: Ability to manage multiple customer accounts and projects simultaneously, ensuring timely and effective delivery of solutions.
• Interpersonal Skills: Building and maintaining strong relationships with customers, understanding their business goals, and acting as a trusted advisor.
• Training and Education: Experience in conducting training sessions, webinars, and creating educational materials to help customers maximize the use of the software.
• Analytical Skills: Ability to analyze customer data and usage patterns to identify opportunities for improvement and optimization.
• Adaptability: Flexibility to adapt to changing customer needs and evolving product features.
• Collaboration: Working effectively with cross-functional teams, including sales, product development, and engineering, to ensure customer success.
• Language: Fluency in German and English speaking/reading/writing skills

Benefits

• Paid Time Off 25 days per year
• Comprehensive pension plan
• Unlimited access to continuous learning and professional development with TalentLMS
• Flexible working arrangements
• Opportunity to work with a diverse, globally distributed team